Location Valet Attendant Date and Time of Arrival Hotel: Sample Hotel Valet Parking Arrival Name Badge: Mark M 4/11/2012 7:15 AM Valet Arrival Standards: 8 17 Valet Guest Service Standards: 3 6 Total Valet Parking Arrival : 11 23 48% Valet Arrival Summary 1. Analyst was properly greeted within 1 minute of entering the valet parking area Analyst should be greeted within 1 minute of pulling into valet parking area and directed to the proper place to stop the vehicle 2 0 As the analyst arrived to the valet area, Mark made eye contact with the analyst and directed the analyst where to stop the vehicle. Once the analyst parked, Mark was seen returning to the valet window to assist the other guests of the hotel. The analyst waited in the car for 3 minutes and came out from the car on his/her own. As the analyst was waiting outside the car, Mark returned and ask, Checking in? No proper greeting was offered to the analyst. He seemed surprised that the analyst announced that he/she was checking in into the hotel. 2. Valet attendants open doors for all guests 1 0 The analyst waited in the car for 3 minutes and came out from the car on his/her own. The vehicle door was not opened for the analyst. 3. Valet attendant gives a warm and sincere welcome to the hotel 4. Valet attendant asks for guest s name for ticket identification Valet attendant should ask for guest s last name and write it on the valet ticket for lost ticket identification purposes. 5. Valet attendant used the guest s name at least one time prior to closing 6. Valet attendant offers assistance with luggage if guest is checking in 7. Valet attendant explains the valet parking procedure and gives the analyst 2 parts of a 3 part ticket 3 0 Mark did not offer any warm greeting or welcome the analyst to the hotel as he/she arrived to the valet area. As Mark approached the analyst, he simply said, Checking in? 1 1 Mark asked for the analyst s last name and wrote it on the valet stub. He asked for the analyst to spell out his/her name to ensure the correct name was written on the valet stub. 3 3 Mark used the analyst s name several times during the valet interaction. Once he learned the analyst s name, he used it as he offered luggage assistance and also as he escorted the analyst into the front desk area to check in. 1 1 Mark asked if the analyst needed any assistance with luggage. Once the analyst announced that he/she needed assistance, he proceeded to get a bell cart from inside the hotel and unloaded the luggage from the vehicle. 1 1 Mark explained that once the analyst was ready to check out, he/she was able to call down to the extension that he wrote on the valet stub to have the vehicle prepared. 8. Valet attendant introduces the guest by name to 1 1 After escorting the analyst to the front desk area, Mark Five Diamond Hospitality, LLC 1 www.fivediamondhospitality.com
Avail the bell person if guest requires luggage assistance If no bell person or expeditor is present, Communication is given to guest regarding the check in process 9. Valet attendant offers help with directions to the front desk if not escorted by a bellman 10. Valet attendant issues a warm and sincere exit greeting and addresses guest by name Totals 17 8 introduce both the front desk and bell associate to the analyst. He announced that they would be assisting with the check in process and also with the luggage to the room. 1 1 Mark escorted the analyst to the front desk area to check in. 3 0 Although Mark wished for the analyst to enjoy his/her stay at the hotel, he did not utilize the analyst s name in his exit greeting. He just said, Hope you enjoy your stay at the hotel, and proceeded back to the front valet area. Valet Guest Service Summary 11. The valet attendant is in the proper uniform with name badge and follows all grooming standards (not scored) 12. The valet attendant maintains eye contact during all interactions with guests 13. The valet attendant smiles during all interactions with guests Additional Observations +/- + Mark was in proper uniform with name badge and followed all grooming standards. 3 3 Mark maintained eye contact as he assisted the analyst. As he was writing the analyst s name on the stub and also when escorting him/her into the front desk area, Mark always looked up as he interacted with the analyst. 3 0 Although Mark was pleasant, he did not smile as he assisted the analyst. Totals 6 3 Valet Ticket Given Upon Arrival (Front) Valet Ticket Given Upon Arrival (Back) Five Diamond Hospitality, LLC 2 www.fivediamondhospitality.com
Location Bell Associate Date and Time of Arrival Hotel: Sample Hotel Bell Services Arrival Name Badge: Henry 4/11/2012 7:24 AM Bell Arrival Standards: 16 22 Bell Guest Service Standards: 6 6 Total Bell Service Arrival : 22 28 79% Bell Arrival Summary 1. The bell associate was either stationed in the lobby or reported to the valet/front desk within 2 minutes to help 2. The bell associate provides a warm and sincere greeting and introduces himself/herself to the analyst by name 3. The bell associate loads up all of the luggage onto the bell cart for the guest 4. The bell associate escorts the analyst to the front desk and introduces the analyst to the GSA by name 5. The bell associate tells the analyst all of the features of the hotel and answered any questions 6. The bell associate makes conversation with the analyst while in the elevator 7. The bell associate mentions life safety information to the guest before entering the room 8. The bell associate sets up the luggage in the room and gives a tour of the room explaining the features and functions 2 2 Henry waited patiently in the bell station and offered to assist the analyst once he/she had completed the check in process into the hotel. He approached the analyst as he was assisting with the luggage on the bell cart and announced that he would be escorting the analyst to the room. 3 3 Henry greeted the analyst immediately, introduced himself, and announced that he would be escorting the analyst to the room. He said, Hello, How are you this morning? He was very friendly and smiled during his greeting. 1 1 The valet associate, Mark, had already loaded the analyst s luggage onto the bell cart and brought it into the bell stationed. 1 1 The valet associate, Mark, had introduce the front desk associate to the analyst, as he escorted him/her to the front desk area to check in. 2 2 Henry was very thorough as he explained the hotel amenities to the analyst. As they walked through the lobby, he explained the gift shop, the different restaurants, and the bars of the hotel. 1 1 Henry engaged in conversation as he escorted the analyst to the room. He talked about the weather and about how busy the hotel was that morning. 1 1 Upon getting out from the elevator, Henry immediately pointed to the end of each hallway and explained that those were the safety exits. He said that in case of emergency, those would be the exits but hoped that nothing would ever happen. 1 1 Henry automatically removed the luggage rack from the closet and set up the analyst s luggage. He also gave a tour of the room, mentioned the room s safe, and also how to adjust the temperature in the room. 9. The bell associate offers to fill up the ice bucket 1 1 Prior to leaving the room, Henry asked if the analyst would like to have the ice bucket filled. Five Diamond Hospitality, LLC 3 www.fivediamondhospitality.com
Avail 10. The bell associate used the analyst s name at least once during the conversation before the closing 11. The bell associate anticipates the guest s needs or offers a personalized recommendation 3 0 Henry did not utilize the analyst s name at all, during the bell service interaction. 2 2 Henry announced that if the analyst needed anything or had any other questions, to contact him down at the bell station. 12. The bell associate is efficient, yet unhurried 1 1 Henry was very efficient and thorough as he assisted the analyst. He was not rushed during the bell service interaction. 13. The bell associate issues a warm and sincere exit greeting and addresses guest by name Totals 22 16 3 0 Henry wished for the analyst to enjoy his/her stay at the hotel, however he did not utilize the analyst s name during his greeting. Bell Guest Service Summary 14. The bell associate is in the proper uniform with name badge and follows all grooming standards (not scored) 15. The bell associate maintains eye contact during all interactions with guests 16. The bell associate smiles during all interactions with guests Additional Observations +/- + Henry was in proper uniform with name badge and followed all grooming standards. 3 3 Henry maintained eye contact at all times as he assisted the analyst. As he escorted the analyst to the room, he would always turn to look at the analyst as he interacted with him/her. 3 3 Henry was extremely friendly and smiled as he assisted the analyst. He had a cheerful tone in his voice as he assisted the analyst and the other guests in the hotel. Totals 6 6 Five Diamond Hospitality, LLC 4 www.fivediamondhospitality.com
Location Guest Service Agent Date and Time of Arrival Hotel: Sample Hotel Guest Service Check In Name Badge: Jennifer 4/11/2012 7:20 AM Check In Standards: 12 22 Check In Service Standards: 0 7 Total Check In : 12 29 41% Check In Standards Summary 1. Analyst was properly greeted when he/she approached the front desk Proper greetings include; Good Morning, Good Afternoon, Good Evening, etc. If GSA is busy, he/she should acknowledge the analyst and say I will be with you in just a minute 2. GSA acknowledged the guest s frequent stay program status or asked the guest to sign up for the program Example: Reviewed point balance, reward status, or number of nights needed to renew GSA thanks analyst for his/her loyalty 3. GSA recognized the analyst as a return guest if the analyst stayed before Example: Welcome back, pleasure to have you with us again (can be mentioned during the initial greeting) 4. GSA engaged guest in local conversation Ex: How was your flight, have you been to LA before, are you here on business or pleasure 5 5 There were no other guests in the front desk area being assisted. As the analyst arrived, Jennifer announced that she was able to assist the analyst. She said, Hello, Good morning. I can assist you here! 1 0 Jennifer did not acknowledge if the analyst would be receiving point for his/her stay at the hotel or offer the analyst to enroll in the hotel s rewards program. 1 0 Jennifer did not welcome the analyst back for returning back to stay at the hotel. 5 0 Jennifer did not engage in any local conversation during the check in process. She did not ask what brought the analyst to the hotel or ask the reason for his/her visit. 5. GSA offered a room upgrade to the analyst 1 0 Jennifer did not offer the analyst to upgrade his/her room at the time of check in. She did not offer for the analyst to upgrade to a pool view room or suite. 6. GSA informed the guest of at least 2 hotel amenities 1 0 Jennifer did not mention any of the hotel amenities to the analyst. She just explained the number of nights and the If guest is a repeat rewards member, the GSA welcomes the guest back room type that the analyst would be getting. If guest is on floor 1-5, a hotel map is offered 7. The analyst received the room requested when making the reservation or was told why his/her request was not available Example: Room type re-confirmed at check in 8. The GSA offers further assistance Example: Is there anything else I can assist you with? or offers luggage assistance or the GSA offers his/her name for future assistance 1 1 Jennifer announced the number of nights that the analyst would be staying along with the room type that he/she would be getting in the room. 1 0 Jennifer did not ask if she could the analyst with anything else prior to completion of the check out process. She just directed the analyst to the elevators area. Five Diamond Hospitality, LLC 5 www.fivediamondhospitality.com
Avail 9. GSA directed the guest to his/her room and elevator (if not escorted by bell person) 1 1 Jennifer directed the analyst to the elevator area once the check in process was completed. 10. GSA ended the check in experience with a closing statement such as enjoy your stay, thank 5 5 Jennifer wished for the analyst to enjoy his/her stay at the hotel, and directed the analyst to the elevators area. you for staying with us, have a great day/night Totals 22 12 Check In Guest Service Summary 11. The GSA is in the proper uniform with name badge and follows all grooming standards (not scored) 12. The GSA maintains eye contact during all interactions with guests 13. The GSA smiles during all interactions with guests 14. GSA used the analyst s name at least twice during the check in Additional Observations +/- + Jennifer was in proper uniform with name badge and followed all grooming standards. 3 0 Jennifer did not maintain eye contact as she assisted the analyst during the check in process. She constantly looked at her computer screen as she interacted with the analyst. She did not look up as she spoke with the analyst. 3 0 Although Jennifer was pleasant as she assisted the analyst, she did not smile during the interaction. 1 0 Jennifer did not utilize the analyst s name at all during the check in interaction. Totals 7 0 Five Diamond Hospitality, LLC 6 www.fivediamondhospitality.com